Help Desk Specialist

The Help Desk Specialist provides end-user IT support, incident management, and device and software maintenance in support of SITEC EOM for SOCSOUTH, located onsite at Homestead AFB, Florida.

Description

SAIC has an immediate opening for a Help Desk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) under SITEC 3 Enterprise Operations and Maintenance. This role is based at Homestead AFB, FL. The SITEC 3 EOM Task Order is tasked with delivering operations and maintenance services to SOCSOUTH, its Component Commands, Theater Special Operations Commands, and deployed forces to sustain Network Operations, maintain systems and network infrastructure, provide end-user and common device support, and handle configuration, change, and license related activities.

Responsibilities

• Provide user problem resolution support through help desk tools such as Remedy, MECM, VMWare, ESXi, and NetApp ONTAP.
• Manage email services, user accounts, and maintenance of standard desktop applications along with government-developed applications.
• Deliver EOC site and local help desk support and serve as the point of contact for creating, responding to, and resolving end-user incidents.
• Coordinate incident reports and service requests with appropriate personnel across multiple site locations, tracking progress from initiation to resolution on behalf of the user.
• Create tickets within the Remedy ITSM platform.
• Troubleshoot and repair end-user devices.
• Install and troubleshoot software applications.
• Re-image hardware as needed.
• Maintain shared file access and permissions.
• Manage user accounts and token creation processes.
• Reset CAC and token pins as required.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT projects, ASIs, incidents, and changes affecting customers.
• Ensure incidents are routed to the correct support group or escalated when necessary.
• Escalate tickets to other IT support teams or vendor personnel as appropriate.

Requirements

• Active DoD TS/SCI clearance.
• DoD 8570 IAT II Certification.
• 6 years of experience with a High School Diploma; OR 4 years of experience with an AS/AA; OR 2 years of experience with a BS/BA.

Technologies

• Remedy
• MECM
• VMWare
• ESXi
• NetApp ONTAP
• Remedy ITSM